At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

• Lead, coach, and develop a complaints secondary review team focused on high risk and regulatory agency complaints.
  • Leads with curiosity and a continuous improvement mindset, actively exploring ways to enhance processes, tools, and team skills.
  • Demonstrates sound judgment in high risk or ambiguous situations, balancing regulatory expectations, risk management, and customer impact.
  • Champions a customer centric approach, ensuring complaint handling decisions prioritize fair, timely, and transparent outcomes that support customer satisfaction.
  • Encourages innovation, including responsible use of AI to improve consistency, risk detection, and operational efficiency.
  • Fosters a collaborative, inclusive team culture, modeling accountability, respectful challenge, and high ethical standards.

• Partner effectively with Business Line Complaint Teams to mitigate risk and ensure timely, compliant resolutions.
• Provide feedback on escalated complaints to enhance risk management, customer satisfaction and overall customer outcomes.
• Conduct secondary reviews and deliver high quality feedback to team members and business line reviewers.
• Identify risk mitigation opportunities arising from customer complaints.
• Summarize and communicate key risks and initiatives both verbally and in written reporting to leadership and risk partners.
• Escalate significant control, compliance, or regulatory issues in accordance with established protocols.
• Develop and deliver training, communication, and guidance on new or updated policies, processes, and regulatory expectations.
• Document, maintain, and periodically review team procedures to ensure accuracy and compliance.
• Assist with implementing and operationalizing AI and agentic AI tools to:
  • Identify risk indicators and regulatory triggers within complaint narratives using approved AI tools and prompts, with required human in the loop validation for all higher risk tiers and any potential regulatory concerns.
  • Assign risk tiers to complaints to determine the appropriate level of review using AI assisted triage, with human adjudication on exceptions and escalations.
  • Improve speed, accuracy, and consistency of complaint workflow.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Typically more than eight years of applicable experience

Preferred Skills/Experience

- Experience reviewing and responding to customer complaints.

- Proven ability to manage team workload and reprioritize in a fast‑paced, deadline‑driven environment.

- Ability to leverage innovative thinking and streamline processes for efficiency and effectiveness.

- Experience in risk identification, and issue escalation.

- Strong proficiency with Microsoft Office applications and AI‑enabled tools such as Microsoft Copilot.

- Certified Regulatory Compliance Manager (CRCM) or comparable certification preferred but equivalent experience considered.

Location expectations
This role requires working from a U.S. Bank location three (3) or more days per week.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $111,605.00 - $131,300.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.